Senior Manager, Loyalty
London, London
3d ago

will sit across a range of geographies and market situations, with a variety of challenges and opportunities in each.

You’ll work closely with the Plus team, but think about loyalty holistically - engaging across the business to influence our approach to service recovery, personalisation, reward and recognition, value for money and brand values.

You’ll obsess around how to improve global loyalty metrics such as retention and lifetime value. Success in this role will require building excellent working relationships across Deliveroo, be a confident self-starter and have an ability to influence and make things happen.

What you’ll be doing

  • Engage business on the importance of churn prevention ; identify and drive initiatives to reduce churn and increase retention
  • Leverage the value of the brand new CLV (Customer Lifetime Value) model, identify new initiatives and engage stakeholders where required
  • Design an end to end approach for high value customers (e.g. top decile), working with teams in Customer Care, Customer Experience and CRM - to specifically include reward and recognition for non Plus customers
  • Oversee holistic plan (outside of team’s direct execution remit) aimed to improve key drivers of loyalty (Service Recovery, Personalisation, Value for Money and Brand Values)
  • Work up new loyalty programme ideas, lead the identification of key opportunities based on the business and wider market trends
  • Requirements

  • 3+ years experience working in a Customer Loyalty role
  • Comfortable in data analysis, able to pick out the key insights and experienced in manipulating and visualising data
  • Proven track record in making things happen - delivering results quickly and efficiently
  • A creative problem solver who can think things through analytically
  • A proactive, can-do attitude, full of great ideas and able to get stuff done autonomously
  • Great communication & collaboration skills with a passion for building strong relationships and working cross-functionally in order to establish and meet shared organizational goal
  • Experience communicating to internal and external audiences
  • Experience partnering with cross-functional teams
  • Why Deliveroo?

    Why Deliveroo? When you first think about Deliveroo, you probably think of getting great food to your house in less than half an hour.

    Awesome right? But behind the scenes is the real story. This story is one of high growth, huge challenges and an enormous opportunity ahead of us.

    We want to be the definitive food company - the app you go to any time you have a hunger pang. We are transforming the way people think about food.

    We’re a technology driven company at the forefront of the most rapidly expanding industry in the world, so come and join us for the ride.

    Benefits and Diversity

    At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer a wide range of competitive benefits in areas including health, family, finance, community, convenience, growth, time away and relocation.

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